ADOPTION COUNSELING

The last step before their forever home!

THE WHY

Understanding the Value of Adoption Meetings

THE WHY:

A FOREVER HOME IS MADE, NOT FOUND

Adoption Meetings help to make an animal’s

new home into a forever home through:

Understanding Unique Needs

Helping adopters talk through their new pet’s unique

needs in the context of their home

Recommending Best Practices

Sharing our standard tips and tricks for a smooth

acclimation and for compassionate life-long care

HSHV Resources

Continuing to build the relationship with HSHV by

informing adopters of our great classes, behavior help

line, clinic, and more!

APPROVAL PROCESS VERSUS ADOPTION MEETING

What’s the difference?

The approval process asks “Is this a good match?”

(handled by Adoption Desk staff)

The adoption meeting asks “What tools can we give

the adopter to make this adoption successful and

lifelong?” (handled by staff and volunteer Adoption Counselors)

Fluidity between the approval and meeting

Think of the adoption approval and adoption

meeting like one conversation

The role of the adoption meeting Checklist

By starting the checklist first, Adoption Desk staff can help you know what is most important to this animal and this

adopter so we can tailor the adoption meeting

There is also overlap between the above questions. We don’t want to repeat anything unnecessarily.

PART I: THE WHAT

An Outline of Adoption Meetings

THE WHAT:

AN OUTLINE OF ADOPTION MEETINGS

Adoption Meeting Checklist

Highlighted Topics for this Meeting

Unique Needs for the Animal

Acclimation and Lifelong Care

Veterinary Care: Past, Present, and

Future

HSHV Resources

Best Practices for Successful Adoption

Meetings

What’s in an Adoption Folder

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HOW TO USE THE CHECKLIST

Check off any checkbox

item that either:

You have sufficiently

reviewed during the

approval process OR

Is not relevant or needed for

this adopter or animal

Go over any unchecked

checkbox

If it is already marked off,

skip over this topic; it’s

covered!

Most every checkmark topic

is supported by a document

to help you feel confident

about what to cover with

the adopter

Adoption Desk staff Adoption Counselor

HIGHLIGHTED TOPICS FOR THIS MEETING

During the Approval

conversation Adoption Desk staff gets to know what topics

are going to be important to this

adopter in order to ensure a

successful adoption. Adoption

Desk staff may therefore

recommend emphasizing one

of the standard topics on the

checklist or may recommend a

specific document which they

will print for you.

Before the adoption meeting you should review the

highlighted topics listed and

ensure you are comfortable

discussing them.

It is okay if you are not an expert as

long as you know where to find

help!

During the adoption meeting you will want to focus on these

topics and ensure the adopter

feels confident

Your resources include hshv.org, our hshv books and resources,

and of course asking staff!

Don’t forget there is a printer at the

Adoption booths!

Adoption Desk staff Adoption Counselor

UNIQUE NEEDS FOR THIS ANIMAL

Adoption Recommendations: the Adoption Desk staff will either print this form for you or check it off the list if there is not one for this animal. More on this later!

Owner Relinquish Profile: the Adoption Desk staff will go over this at time of approval.

Medical Summary: Any severe/lifelong medical complications (read over with adopter)

Long-term or current medical conditions

Handouts to review: the Adoption Desk staff will write in and print out any medical handouts you will need to review with adopters. Any significant medical needs will have been at least preliminarily discussed at time of approval.

Medications – review of medications animal is currently taking and instructions to continue

Current Medications: the Adoption Desk staff will write in any medications you will need to review and grab for the adopter. Any current medications will have been at least preliminarily discussed at time of approval. More on this later!

Cats & Dogs

ACCLIMATION AND LIFELONG CARE

Acclimation Period: Bringing Your New Cat Home

Initial stress signs, Small low-stress acclimation space, Comfort items, Adjustment time, Non-

invasive and supervised family/child introductions, Not overhandling, Patience

Introduction to Current Pets: Cat to Cat Introductions and/or Cat to Dog or

Dog to Cat Introductions

Interaction Waiver

Cat to Cat: Patience, Separation, Scent swapping, Controlled/supervised introductions,

Positive reinforcement

Cat to Dog: Let cat settle in first, Cat sets pace, Reward calm dog behavior, Don’t force

interaction, Let cat move freely, Safe hiding places, Keep dog on leash

Litterbox: Your New Cat and the Litter Box

Quiet easily accessible location, Appropriate number of boxes, Type of boxes and litter,

Scooping and cleaning, Relocating, Contact behavior helpline asap if issues

Enrichment and Play: Cat Toys & How to Use Them and/or Rough Kitten Play

Health/behavioral benefits, Appropriate toys, Play mimics predator sequence, Breaks

Knowing aggression vs. play, Provide enriched environment and playtime, Redirecting, What

not to do: don’t play with hands/feet and no physical punishment

Cats

ACCLIMATION AND LIFELONG CARE

Scratching: Managing Scratching and Trimming Cats Claws

Scratching is natural, Types/number/location of scratchers, Redirecting and praise,

Deterrents

Nail anatomy, Ensure cat/person comfortable, Encouragement/distraction/rewards, Don’t

take too long, Proper equipment, Teamwork (another person in house, vet, etc.)

You may see a Declaw Waiver with your paperwork. This is part of the

approval process Adoption Desk staff handles so you do not need to

review it again.

Safety: Kitten Proofing Your Home

Look at home through eyes of cat, Remove access to dangers/getting stuck

Cats, cont.

ACCLIMATION AND LIFELONG CARE

Acclimation Period: Bringing Your New Dog Home and Crate Training Your

Dog

Consistency, Low-stress confinement for first few days, Keeping on leash

Crate is positive not a punishment, Appropriate size, Process of how to introduce to crate

Introduction to Current Pets: Dog to Dog Introductions and/or Cat to Dog or

Dog to Cat Introductions

Interaction Waiver

Dog to Dog: Neutral territory intro, Pack walks, Don’t force interaction, Short/positive

interactions with breaks, Be patient, Keeping separate spaces/resources

Dog to Cat: Keep resident cat’s routine, Supervise visits, Separate when unattended,

Leashing dog at all times, Redirect inappropriate and reward good behavior, Separate

resources, Can take a long time

Training: Learn to Earn and HSHV Dog Training

Dog should work for what he/she receives, Outlet for natural behavior, Consistency, Establish

immediately, Practice

HSHV dog training promotes positive reinforcement, making good decisions, problem

solving, strengthens bonds between owner and dog, effective communication; all proceeds

go to HSHV

Dogs

ACCLIMATION AND LIFELONG CARE

Enrichment and Play: Dog Essentials and How to Use Them

Pick appropriate toys to satisfy natural dog behaviors and provide enrichment, Pick appropriate walking tools

House Training: Re-House Training Your Adult Dog or House Training Your Puppy

Recognize signals, Establish a routine, Supervise, Praise, Interrupt mistakes

in the moment, Never punish, Cleaning

Dogs

VETERINARY CARE: PAST, PRESENT, AND FUTURE

Essential Medical Information for Your New Dog or Essential Medical Information for Your New Cat

Common initial symptoms, When to seek vet help, Vaccines/test/preventative given in shelter and needed after-shelter, Potential after-shelter recommendations and difference between Shelter vs. Outpatient medicine

Welcoming adopters to HSHV Clinic through 60 Day Discounted Health Exam: 60–day Discounted Health Exam Waiver- (Exam only will be discounted for 60 days) (Medications for common shelter ilnesses will still only be discounted through the first ten days of adoption)

Feeding (see side of sample food bag for dry food instructions)

Amount/frequency, Process of changing, What/when we feed in shelter

24PetWatch Trial of Insurance (see flyer-http://www.petpoint.com/downloads/24PetWatch_Coverage_Chart.pdf

Importance of activating within 7 days, Coverage up to $3000 for select illnesses and accidents

Microchipping (see flyer)

What is a microchip, How to update info (a.k.a. membership information), What to do if non-24Petwatch microchip

Cats and Dogs

HSHV RESOURCES

Pit Bull Specific: invitation to Pit Pals Facebook group

Behavior Helpline: answered by Behavior Team staff and a select few trained volunteers, returned calls within ~48hrs

Visiting hshv.org: adoptions > New Adopter Info and Services > Behavior Help

Paws to Shop: review shopping list with adoption recommendations, online store, competitive prices with pet stores

Donations: our wishlist, our amazon.com wishlist, need for towels, point out donation contact number on folder

Identification and Intake: calling Intake Department if pet is lost, complimentary HSHV tag

Returns and refunds: HSHV will always welcome one of our animals back, but cannot guarantee a refund

Cats & Dogs

REMEMBERING THE WHY:

TOP REASONS FOR RETURNS TO SHELTER

1. Incompatible with

Other Pets

2. Allergies

3. Not Litter Trained

1. Incompatible with

Other Pets

2. Aggression to

Animals

3. Aggression to

People

4. Too Big or Energetic

Cats Dogs

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BEST PRACTICES: TIME MANAGEMENT

Adoption counseling is a balance between

providing great information and being

respectful of an adopter’s time (the adopter

you’re speaking with, as well as the adopters

waiting for meetings!)

An adopter will only soak in so much information,

so the more tailored the adoption meeting, the

more it will help make for a successful adoption

Strive for a duration of 15-30 minutes total per

meeting depending on the adopter’s prior

experience and animal’s needs (healthy and

easygoing vs. special needs)

BEST PRACTICES: A CONVERSATIONAL

APPROACH

Try to start each adoption meeting and each

checklist item with a question. That way you

have an idea of the adopter’s comfort level

with the topic and can tailor the discussion to

meet their needs.

Examples:

“Hi! I’m your adoption counselor. Is there anything in

particular you want to make sure we discuss today?”

“Where in the house are you planning on starting your

new kitten?”

“What is your experience house training a dog?”

BEST PRACTICES: KEEP AN OPEN MIND AND A

SMILE

Great pet guardians come from all walks of life.

Remember the goal of the adoption meeting is

to give the adopter as many tools and as

much information we can to help make their

adoption successful.

An open mind and friendly demeanor is crucial

to building rapport.

Any problems or concerns during the meeting?

Excuse yourself and find a Supervisor or the

Adoptions and FOH Manager.

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WHAT’S IN AN ADOPTION FOLDER

Mandatory

Adoption Survey

Medical Summary Report

Adoption Meeting Checklist

Optional

Multi-Vaccination Certificate

Medical Condition Handout

Interaction Waiver

Declaw Waiver

Owner Relinquish Profile

Adoption Recommendations

Medical Treatment Discount Document

What Adoption Desk Staff grabs

WHAT’S IN AN ADOPTION FOLDER

Already in Folder Bringing Your New Cat Home

handout

Microchip pamphlet

Essential Supplies for Cats

checklist

Ways to Help flyer

HSHV Wishlist

Toxic Plants and Food handout

Discounted Health Exam carbon copy handout

Essential Medical Information for Your New Cat

Clinic Pamphlet(purple-half sheet)

Vet Clinic Prices

Optional: Rabies Coupon

Cat to Cat Introductions

Cat to Dog & Dog to Cat Introductions

Post Operative Instructions

Don’t forget the Microchip tag!

What you grab: Cats

WHAT’S IN AN ADOPTION FOLDER

Already in Folder

Bringing Your New Dog Home handou

Microchip pamphlet

Essential Supplies for Dogs checklist

Licensing half-sheet

Ways to Help flyer

HSHV Wishlist

Toxic Plants and Food handout

Discounted Health Exam carbon copy handout

Essential Medical Information for Your New Dog

Clinic Pamphlet (half sheet-purple)

Vet Clinic Prices

Optional:

Rabies Coupon

Dog to Dog Introductions

Cat to Dog & Dog to Cat Introductions

Post Operative Instructions

Puppy packet

Don’t forget the Microchip tag!

What you grab: Dogs

If the front desk staff has checked yes and

circled a color on the cat checklist that the

adopter would like to purchase a soft sided cat

carrier that is discounted to $27.00 at time of

adoption($37.00 from retail area if not

adopting)you will grab the adopters color

choice from the cat kitchen and place in the

carrier instead of the cardboard box. You will

learn how to retrieve animals after the adoption

meeting is complete during the shadow process.

UNTIL NEXT TIME: ACTIVITIES TO COMPLETE

PRIOR TO PART II OF TRAINING

Review all documents that are in adoption

folders. Also, new adopter info @

http://www.hshv.org/site/PageNavigator/adop

tions/newadopters.html

Watch an informational video on 24PetWatch

insurance at

https://www.youtube.com/watch?v=jtEYZ3LQ0

E0

END OF DAY ONE TRAINING

PART II: THE WHAT

Digging into the needs of our animals and adopters

DIGGING INTO THE NEEDS OF OUR ANIMALS

AND ADOPTERS

Digging in: How to Read

Scheduled Medications

Digging in: Our Paws to Shop

Store

Digging in: Adoption

Recommendations

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UNIQUE NEEDS FOR THIS ANIMAL:

MEDICATIONS

It is crucial that we remember to send adopters home with

the scheduled medications for their animal

The Adoption Desk staff will write for you what medications are currently prescribed to the animal being adopted in

the Unique Needs for this Animal section

To know how to tell adopters how much to dose, you

need to look at the “Scheduled” section of the Medical

Summary Report

When you grab the medication for the adopter, you will

need to add a red line sticker to the syringe to show the adopter the appropriate amount of medication

This also includes prescription food

Let’s practice reading scheduled medications!

Making sure they keep getting better

UNIQUE NEEDS FOR THIS ANIMAL:

MEDICATIONS

The amount matters

UNIQUE NEEDS FOR THIS ANIMAL:

MEDICATIONS

Prescription food counts too!

UNIQUE NEEDS FOR THIS ANIMAL:

MEDICATIONS

Unique or pre-drawn medications

Cats

You will find these medications in the Cat Kitchen, in a bin next to the refrigerator or in the refrigerator. The animal’s name will be written on the bag or bottle. For food, volunteers should ask a staff member to help gather.

Dogs

You will find these medications in the Dog Kitchen, in a bin on a cart by the door or in the refrigerator. The animal’s name will be written on the bag or bottle. For food, volunteers should ask a staff member to help gather.

Common communal medications

Some medications are used so often in the shelter, we only have communal bottles in the kitchens. Small bottles of these

medications are at the Adoption Desk. Not sure which they are? Ask!

Examples include liquid doxycycline for cats, tylan powder, etc.

Where to find medications

LOVE TRAIN ADOPTION MEETINGS

Adoption meetings for dogs/puppies that arrived via the Love

Train have a few variances to the adoption meeting.

At time of adoption the Adoption Specialists will discuss the risk

of parvovirus for all Love Train dogs/puppies to make sure the

adopter is comfortable moving forward. The Adoption

Specialist should provide the ACT with all necessary paperwork

including the Love Train specific Adoption Checklist and Parvo

Facts. During the adoption meeting the staff/volunteer

member will read the paragraph on the front side of the

adoption checklist to the adopter. The adopter will also be

sent home with five days worth of Panacur as a first treatment

of Giardia (at time of Intake they receive does of Marquis

Paste and Drontal as first treatments of tapeworms,

roundworms, whipworms, hookworms and coccidian)

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HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Remember, our Paws to Shop retail store is a WIN

WIN situation! We provide our adopters and adopted animals with great

tools to help them be successful at home.

And all proceeds go to supporting the remaining homeless

animals in our care.

Our prices are extremely competitive with local and big box

pet stores.

Just like we match pets and people, we also want to

make an effort to match pets, people, and products. Let’s

practice!

The Best Tools for their new Best Friend

HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Activity 1: Ask or Tell

Partner up!

Decide who will play the role of the buyer and

who will play the role of the seller.

Sellers, pick a random object in the room and try

to sell it to your buyer! You have roughly 4-5

minutes.

Buyers, how did your seller talk about their

product?

Did they talk about its features? Or did they ask

questions to figure out how your needs would be met

by the product?

HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Activity 1: Ask or Tell

What this shows us

When we are talking to adopters about our amazing

retail products, ask questions to get to know what their

needs are and how our retail products can meet those

needs.

The why (adopter’s needs) behind a product is always

more important than the what (a list of product features)

Can you think of examples from our store for:

An adopter who is adopting a high energy puppy and is

worried about them chewing their new couch?

An adopter who was originally going to declaw their

kitten but is committed to trying new approaches?

An adopter who might be taking home an under

socialized and skittish dog?

HSHV RESOURCES: RETAIL SPECIFIC TRAINING

Activity 2: How about you?

Partner up!

Spend some time asking about your partner’s

pets at home.

What are some of their favorite things?

Any challenges?

Field Trip! Be back in the room in 15 minutes.

Help suggest to your partner some of the items in our

Paws to Shop store that might be great for them and

their pet.

PAWS TO SHOP VOLUNTEERS

Paws to Shop has volunteer opportunities as well

and helps ensure we are supplying the right tools

for a great start. Possible volunteer opportunities

include:

Retail Specialist- helps assist customers in the

shop during known busy days and times

Offsite: Help at events such as Walk and Wag

or our weekly spot at the Dixboro Farmers

Market

Behind the Scenes: Help with inventory,

stocking, pricing

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UNIQUE NEEDS FOR THIS ANIMAL:

ADOPTION RECOMMENDATIONS

Adoption Recommendation will be printed in a document with

notes from our behavior team with hand picked tools for this

animal and their special needs

It will be printed by Adoption Desk Staff at time of approval

Make sure to thoroughly read and focus on these

recommendations

The most crucial tools to success

Products: If a product from our Paws to Shop store is recommended, make sure

to use our skills we just learned to help match them with that product.

Walk the adopter over to the product in the store and try handing it

to them to see what they think about it. People are drastically more

likely to buy a product they have held in their hands.

Remember, we are doing our best to give our animals and our

adopters the tools they need to be successful.

Handouts: If a specific handout is recommended, the Adoption Desk staff will

print this handout for you.

It is a best practice to glance over the handout before your meeting

so you are familiar with the subject.

Please read through this handout with your adopter and make it a

focus of your adoption meeting.

Examples:

Keeping Your High Energy Dog Happy and Healthy

Adopting a Cautious Kitten

Cat Tips for Litter Box Problems

The most crucial tools to success, cont.

THE HOW

What it looks like altogether (for volunteers only)

EXPECTATIONS

As an adoption counselor, you need regular

practice to retain necessary adoption

information and stay updated on changes.

This position requires a minimum of 2 shifts per

month, or 4 total hours of adoption counseling

At times we may send out urgent emails

requesting assistance during busy times. It is

much appreciated if you can be responsive to

those needs.

The summer season is very hectic! Expect to be

busy during your shift, but please don’t feel

obligated to stay beyond your end time.

A DAY IN THE LIFE OF AN ADOPTION COUNSELOR

Sign in for your shift

Signing up ahead of time is very helpful, but not necessary

Check in with the Adoptions Desk

If available, grab a radio

During down time, feel free to assist as a Greeter

When an animal is ready to go home, you will hear a radio page “Is anyone available to do an adoption meeting for…” When you hear this, radio back and head up to the Adoptions Desk.

At the side counter of the Adoptions Desk, there are colorful folders. Grab your folder; it has everything inside you will need for your meeting.

Pay particular attention to the Adoption Meeting Checklist to see what topics have already been covered during the Adoption Approval

Find your family

Typically, families will be wandering around our Paws to Shop area. Sometimes when it is really hopping, we will use restaurant pagers.

Find a cozy booth and take a seat

A great way to start your meeting

“Congratulations on adopting! What topics are most important to you that we talk about today?”

YOUR FIRST FEW STEPS

Shadowing

Completing the Adoption Counselor Training

Log

Approval from Supervisor

Adoption Counselor Schedule

YOUR FIRST FEW STEPS: SHADOWING

The importance of shadowing

Shadow a variety of staff and volunteer

adoption meetings: 8 cats/kitten, 8

dogs/puppy

Feel free to ask questions before, during, and

after the meeting

Be your own advocate; ask to shadow and be

proactive!

Log your shadowing hours under: “Adoption

Counselor Shadowing” in VIC The Adoption Counseling assignment will be open on your VIC

account so you can see when other trained volunteer AC’s are

scheduled. Until you have been approved to do adoption

counseling on your own, please do not sign-up under this

assignment.

SHADOWING CONT.

During the shadow process you will learn how

and when to retrieve the animals after the

adoption meeting and bring them up to the

front to the awaiting adopter.

If the front desk staff has checked yes and

circled a color on the cat checklist that the

adopter would like to purchase a soft sided cat

carrier that is discounted to $27.00 at time of

adoption($37.00 from retail area if not

adopting)you will grab the adopters color

choice from the cat kitchen and place in the

carrier instead of the cardboard box.

YOUR FIRST FEW STEPS: TRAINING LOGS

Location of the logs will be at the Adoptions Desk

in the far left silver metal tray on the middle

counter

Make sure they are kept up-to-date for accurate record keeping! Filling out the log is your responsibility.

Once you have completed your required

number of shadows, it’s time to have someone

shadow you. Have Supervisors or Krista shadow

you twice in each species meeting.

That’s a total of FOUR shadows by a Supervisor

Please ensure at least two different Supervisors have shadowed you

(document name HRF-044)

YOUR FIRST FEW STEPS: APPROVAL

How will I know when I am approved?

Step 1: Your training log is complete and a

supervisor have signed-off on meetings they

shadowed you on

Step 2: Email kristad@hshv.org to let me know you

have been signed off

Step 3: Krista will notify Karen/Tawn to update your

VIC account to reflect Adoption Counselor as an

assignment.

Step 4: Once your account has been updated by

the volunteer department, you will receive an

email

Step 5: Congratulations! You are now an important

member of the Front of House Adoption Team!

YOUR FIRST FEW STEPS: SCHEDULING IN VIC

Once you have been approved, you will sign-

up under the Adoption Counselor assignment.

As you look at the schedule, you will notice

that we have identified areas of highest, high,

medium and low need. Please consider this

when choosing your time.

When choosing your time, you can either

select a predetermined time-slot or use the

“You choose the times” option at the bottom

of the list.

For areas of “highest need”, feel free to schedule

two or more volunteers during the same time.

THE HOW: GETTING OUR PAWS WET

Practice Scenarios

WHAT WOULD YOU RECOMMEND AND WHY?

A couple has a cat at home and wants to add

another. They have chosen a 4-year-old

previously spayed female who was found as a

stray. She is housed in a communal room.

An adopter’s dog passed away a few months

ago. The adopter lives in a house with a

fenced backyard, has experience with large

dog breeds, and has no other pets. The

chosen dog is a 3-year-old pit mix that was

surrendered by its owner.

WHAT WOULD YOU RECOMMEND AND WHY?

A 21-year-old adopter who lives in an

apartment with 2 roommates has come to

adopt a kitten. The adopter’s family had pets

but the adopter has no experience caring for a

pet as an adult. The kitten is 2 months old and

was sterilized yesterday.

A family with two children, ages 7 and 10, have

chosen to adopt a 5-year-old Love Train

Beagle mix. There is currently a cat in the

home. The parents have experience with

dogs, but not since the birth of their children.

They live in a condo with no fenced yard.

WHAT WOULD YOU RECOMMEND AND WHY?

An adopter with 2 cats and a small dog has

chosen to adopt another dog. The dog is a 3-

month-old puppy that was sterilized 2 weeks

ago. It is currently on a special diet for

diarrhea.

An adopter with 2 dogs has chosen to adopt

two 2-month-old kittens that were sterilized

recently. One kitten is on eye meds. The

adopter lived with cats as a child, but has not

had them as an adult.

Thank

you!Adoption

Meetings are a

crucial step in

finding forever

homes for our furry

friends. Thank you

for making a

difference!